What are the responsibilities and job description for the Customer Care Representative position at Imperial Supplies?
Would you like to help shape the future of a business leader in the fleet maintenance industry? Join Imperial supplies today as a Customer Care Representative!
We are searching for a candidate with an innovative mindset to join an integral department within our organization. Start your career with a company whose most valuable resource is their people.
Imperial Supplies, a Grainger company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.
What can Imperial do for you?
- Competitive salary
- Remote or hybrid schedule promoting work/life balance
- Monday - Friday work schedule, no nights, or weekends!
- Immediate medical, dental, vision; 12 hours of PTO for every full month worked (up to 144 hours a year!), 6 paid holidays and 6% of annual earnings contributed to your retirement, immediately vested!
Position Overview: Under general supervision, provide superior service and support directly to Imperial associates and customers. Resolve varied customer problems and inquiries including those most complex, through a variety of service channels to satisfy the needs of Imperial's customers based on the set quality standards. Assist sales staff in meeting corporate revenue and growth objectives.
Key Responsibilities:
- Provide Imperial's customers with the best solutions; efficiently utilize available tools and resources, for accurate account verification, product selection, order entry, project requests and additional customer related items. Accountable for accurate and timely account order processing and identifying additional product add-ons to increase sales and company revenue.
- Answer all customer inquiries including complex situations via phone, such as, price quotes, product availability, order placement, scanner troubleshooting, and returns. Confirm deliveries, complete order tracking, generate EZ Order Forms and bin labels and manage other level one project requests within the agreed upon service level. Maintain accurate and up to date customer documentation within Imperial's database.
- Assist the sales team in meeting their revenue goals by supporting Imperial's level two, complex customers through order entry, new product requests; cross-referencing, quoting, SharePoint, directly communicating with specialized customers requiring a single point of contact for all inquiries, and providing DAA territory coverage during sales PTO days when needed. This coverage applies to short and long term periods. For long term coverage, this role will be responsible for maintaining the DAA's outbound call schedule as directed.
- Work collaboratively in a team-based environment to accomplish organizational and department goals. May assist in development of new team members by sharing Imperial knowledge to help them progress and grow within the team.
- Build strong relationships with internal and external customers by delivering a high level of quality service. Collaborate and communicate with other internal/external partners when needed to resolve complex customer inquiries.
- Work cross-functionally to manage and maintain the entire division move process. Demonstrate sense of urgency while displaying close attention to detail to mitigate customer impact.
- Actively participate in company initiatives and support a culture of adaptability, change management and continuous improvement by identifying and suggesting process improvements
Minimum Education and Experience: High school diploma or equivalent and two years Customer Service or related experience.
Preferred Education and Experience: Associate degree and three or more years of experience in a fast paced contact center environment.
Imperial Supplies is an Equal Opportunity and Affirmative Action Employer. Qualified minorities, females, those with disabilities, and veterans are especially encouraged to apply.
